Refund Policy

This policy covers purchases paid for through Trovendor. Trovendor is a marketplace, so the seller remains responsible for the item, its description, delivery, and any promises made about it.

If you paid a seller outside Trovendor, we cannot reverse that payment. You may still report the seller to us, and your rights against the seller remain unchanged.

You may ask for a refund when an order is not delivered, the seller cancels it, or the item arrives damaged, unsafe, counterfeit, or materially different from its listing.

You may also have a right to return an item under Nigerian consumer law, including where you could not examine it before delivery and it does not match its description, sample, type, or expected quality.

A change of mind does not automatically qualify for a refund. A seller may offer a broader return policy, and any rights you have under applicable law still apply.

If your payment is in SafeHold, open your order history and choose Report Issue before you confirm receipt. This pauses the release of the held funds while support reviews the order.

Tell us what happened and include the order number, photographs or video where useful, messages with the seller, and proof of delivery or non-delivery. Keep the item and its packaging while the review is open.

If the order page does not give you the option to report an issue, submit a support request through the Support Centre.

We review the listing, payment record, delivery information, and evidence from both sides. We may ask the buyer or seller for more information. A refund is not approved merely because a request was submitted.

Depending on the facts, we may approve a full or partial refund, ask the buyer to return the item, release the funds to the seller, or take another step required by law. We will explain the outcome to both parties.

Do not send an item back until the seller or Trovendor gives you return instructions. Unless the item was defective, unsafe, damaged, or incorrectly described, it should be unused and returned with the parts and packaging supplied with it.

When a refund is approved, we will tell you the amount, the method of payment, and any return conditions. Bank and payment-provider processing times can vary. An order marked cancelled is not, by itself, proof that money has reached your account.

SafeHold, payment, delivery, promotion, and store-plan fees may be treated differently from the item price. We will disclose the refundable amount when we decide a request. Nothing in this policy removes a refund or remedy that the law requires.

Reply to your support ticket with the information you believe we missed. You may also contact the Federal Competition and Consumer Protection Commission or use any other remedy available to you under Nigerian law.